Good morning Bridgett
Thank you for sharing this information yesterday. I believe in the project
and absolutely understand the "why" behind it but from an operational
perspective regarding efficiency and bandwidth I honestly cannot grasp how
the Vancouver office could comply with this. I know I sound like a broken
record saying VCH is a different beast but it is and it is a significant
part of our business and its current structure would prevent caregiver
managers from following up on tier 1 clients as proposed. My concern, like
the CSM's concern, is that if we use this as a gate for incentives, then
they risk losing earning potential.
I think we once again need to discuss how we can make this work so that our
office does not lose efficiency but we are continuing to strive for
excellence.
Let me know when you have time
Sharon
I
Sharon, Speirs
General Manager
Vancouver, BC
Office: 778.279.3634
sspeirs@thekey.com
TheKey.ca <https://thekey.ca/>
[image: TheKey]
On Thu, Mar 19, 2026 at 8:00 AM Bridgett Scherer <bscherer@thekey.com>
wrote:
> Hi all,
>
> Following up from yesterday's General Manager Call - effective Monday,
> March 23, we are implementing a new standardized process for CSM and CGM
> follow-up calls, as well as new tagging protocols for caregiver change
> requests.
>
> The goal of this initiative is to move from reacting to issues to
> proactively managing match quality. The first two to four weeks of care set
> the foundation for the client relationship. By standardizing our check-ins,
> we aim to improve client satisfaction, increase caregiver engagement, and
> reduce avoidable caregiver changes.
>
> *New Follow-Up Call Process*
> Starting March 23, CSMs will conduct standardized follow-ups for clients
> and CGMs will conduct them for caregivers at the 24-hour, 7-day, and 14-day
> marks.
>
> All follow-ups must be documented in a WellSky note with the appropriate
> tag:
>
> - Client Follow-Ups (CSM): All notes must be tagged "Client Follow-Up."
> - Caregiver Follow-Ups (CGM): All notes must be tagged "CG Follow-Up."
>
> Specific standardized questions for each touchpoint (24-hour, 7-day, and
> 14-day) can be found in the SOP
> <https://docs.google.com/document/d/14EAS83X66iBchEkx0fRK629yNyuIukA42RPPrBkD2cU/edit?tab=t.0>
> linked below. These questions are designed to assess match quality, care
> plan accuracy, and overall satisfaction to ensure we intervene earlier to
> stabilize care.
>
>
> *Caregiver Change Request Tagging*
> To better understand why matches change, we will also begin documenting a
> specific reason and tag whenever a caregiver is switched off of a schedule
> starting March 23:
>
> - *CG Change - Client Request:* Used if the client requests caregiver
> removal due to a bad match, poor personality fit, or other reasons.
> - *CG Change - CG Request:* Used if the caregiver requests to be
> removed from a shift due to inability to meet expectations, schedule
> changes, or general incompatibility.
> - *CG Change - Office Directed*: Used if the office removes a
> caregiver due to attendance issues, anticipated time off, or to match them
> with a better fit.
>
> *Next Steps*
>
> - Please be sure to cascade this information to your teams for a
> Monday start date.
> - Tags will go live in the system on Monday, March 23. While we
> eventually aim to have Arya support this process, it will require manual
> tracking for the time being.
> - Questions can be brought to Office Hours with Audra and Bee.
>
>
>
> Bee Scherer
>
> National Director, Client Experience | TheKey
>
> Mobile: 425.429.1064
> <https://thekey.com>
>